I often get Hyatt surveys post hotel stays and in the main I find these really useful to highlight excellent staff.

I rarely use them to give the particular hotel a hard time and I am not sure how valuable people on here find them.

I was surprised with 2 occurrences post completing these surveys.

I recently visited the Grand Hyatt in Berlin and I have to say I found it underwhelming particularly on check in. It was late but not that late but the check in agent was more interested in his social media feed. On top of this the club was closed the following day and no where was provided to grab a coffee or get some work done.

I mentioned this on the survey and I was very surprised to get a call from VP Hyatt Europe to apologise and thank me for the feed back. I was really impressed how high these things seem to be elevated in Hyatt and I think this is really good. I thought this shows great leadership and genuine attention to detail. For someone so high in the Hyatt structure to bother to call a guest to learn more is seriously impressive.

Well done Hyatt. It is nice to get a reply from a survey and from someone in the senior leadership team.

The second one was in the PH Dubai. I love this property. The new pool is great and I love the Aqua Di Parma amenities. This hotel is always consistent. One of my favourite Hyatt’s. They have had a big turn over of F&B staff recently which has seen a change in the menus and I did not think for the better. I always looked forward to Fish and Chips in Noepe, a favourite in this restaurant. To my surprise it was taken off the menu. I mentioned this in the survey and on a recent stay the F&B director reached out to me at check in and said he would make sure I got my Fish and chips. Again I was surprised and was impressed with the actions at the hotel. Most impressive.

Has anyone else experienced this. I think this shows that they are taking the research they do seriously and senior people do read it.

Hyatt really seem to have upped their game over the past 12 months.